Member Engagement Kasey Stroud

Personalization Demographic Preference Analysis Individual Tailoring Woman, age 30-50 Mother Prefers messages 9-11 AM Managing diabetes Interested in preventive health

BlueCross Service Updates Consolidates all inquiries from members and providers Advocates are able to see records in real time Voice Response Unit (VRU) Member calls Provider inquiries BlueCross is achieving omni-channel operating practice throughout the corporation. Although our members may be contacting us in more than one channel, we are able to deliver a seamless experience by picking up where the member left off in the previous channel. We can easily see what the member has done and navigated so there is no need for the member to repeat themselves or start over in any channel. We have started campaigns during phone calls to acknowledge what the member has done in their previous channel. This, we believe, is truly achieving an omni-channel experience. Member visits to the website Web inquiries

BlueCross Service Updates Claims Status 7 COB Health Management Repeat Caller Call Timers Open INFO Proactive Alerts COB – Appears when OHI needs to be updated on the policy Claims Status – Highlights and explains denials on claims Open INFO – Open INFOs now appear at the top of the contact history Health Management – Shows health programs a patient is eligible for Call Timers – Displays call time and hold time Repeat Caller – The Incoming Call box will indicate if a caller is a repeat caller Each alert? Or alert/call timer/repeat caller? On a computer?

Customer Satisfaction

“Smart” Devices Drive More Frequent Engagement In the next three years… 11.6 billion mobile-connected devices Wearable devices +11% to 29% Smart home devices @ 50 million Connected car services will grow to $156 billion by 2022 Source: Forrester

87% of U.S. Adults are Online Source: Forrester

How Many Devices Do You Have? Source: Forrester

Clinical Rewards

Clinical Rewards Member Experience Program Example: Diabetes Low: Quarterly Condition Specific Education Annual Labs/Exam Diabetes High: Quarterly Health Coach Call If compliant member received enhanced cost share at doctor and pharmacy

Quarterly Condition Education

Connecting To Your Health Coach The coach connection is permission based that requires the member to agree to the request

An important message about your healthcare Get Them Wired! ID Card Sticker An important message about your healthcare BlueCross Members: Get on-the-go health info! Could you save money on your next prescription? Are you due for a physical?   Sign up for BlueCross’ free mobile messaging service. You’ll receive important health reminders, offers and plan updates. To sign up, call 844-206-0623. CVS Pilot Text-to-Engage Text “Connect” to 735-29

Personal Invitation Member Invitation Member Validation Welcome Message Personalized Wire

Triggered Savings Alerts SMS Notification ER Alternatives Message Care Options Comparison

Triggered Benefits Notifications SMS Notification New EOB Message Claims Detail

Triggered Health Coaching SMS Notification Diabetes Management Message Click-to-call a Coach

Blue CareOnDemand – 24/7/365 Access Common urgent care diagnoses include: Sinusitis Respiratory infection Bronchitis Urinary tract infection Pharyngitis Pink eye Cough Flu Allergies Dysuria What are they using telehealth to treat? Many things. Over 1200 different diagnoses have been on the AmWell system since 2012. One of the best ways to use telehealth is for urgent care — symptoms that come up suddenly but do not require emergency care. And telehealth doctors can also write prescriptions. Which is excellent since 56% of urgent care visits result in a prescription.

Two Easy Ways to Access Blue CareOnDemand Members can access Blue CareOnDemand by downloading the mobile app from the App Store or Google Play. Or they can visit the www.BlueCareOnDemandSC.com. Please note, the app and website are not yet available to the public. www.BlueCareOnDemandSC.com

Blue CareOnDemand – 24/7/365 Access Urgent and acute care Live on all fully insured business and over 50 ASOs Over 28,000 app downloads 30,000+ registered users 4,800+ video consults completed 84% of users would recommend What are they using telehealth to treat? Many things. Over 1200 different diagnoses have been on the AmWell system since 2012. One of the best ways to use telehealth is for urgent care — symptoms that come up suddenly but do not require emergency care. And telehealth doctors can also write prescriptions. Which is excellent since 56% of urgent care visits result in a prescription.

Device Integration Expands Care Possibilities Device includes: Advanced digital stethoscope Otoscope Thermometer Examination camera Secure data exchange Tyto Care will offer its customers access to the vast network of healthcare providers using American Well’s platform. Through this integration, patients can replicate an in-office visit and conduct medical examinations of the heart, lungs, abdomen, ears, throat, skin and temperature at home using TytoCare, then share the exam with a clinician prior to or during a telemedicine visit. The physical exam data captured by Tyto – which combines an advanced digital stethoscope, otoscope, thermometer and examination camera with a secure data exchange, clinical repository and live telehealth visits – provides vital information that enables doctors to make diagnoses with the confidence of an in-person visit.

Clinical data integrated into the video visit Pair Account Select Exams Payment Visit

2017 Blue CareOnDemand Marketing 76% of users are engaging through the mobile app So we are increasing social media presence… …and member messaging campaigns.

2017 Blue CareOnDemand Marketing Hyper-targeted campaigns based on member demographics Rural areas College students Business travelers Swing shift employees Parents of young children 24

Questions? Kasey Stroud BlueCross BlueShield of South Carolina Director, Large Group Marketing Kasey.Stroud@bcbssc.com 803-264-9240